Infrastructure Services Senior Analyst

Job Description:

Accountability: Build and maintain an appropriate level of customer relationships in support of Account Delivery leaders and SM Processes.

Activities:

•Participates and Supports Client Exec Review, alongside Account Delivery leaders

•Participates in DXC/Client SLAs review

•Participates in DXC/Client incident review

•Participates in DXC/Client change review 

•Participates in DXC/Client RCA review

•Participates and support DORM meeting

Accountability: Monitor and identify service improvement opportunities.

Activities:

•Provide input to the Audit team regarding opportunities and systemic issues facing the assigned account

•Maintains awareness of Project activities within assigned accounts

•Maintains awareness of any audits conducted on the assigned accounts and is actively involved in any SM audits

Accountability: Represent assigned account(s) and their SM Processes into the Process Governance Model

Activities: Provide support to Global SM on gathering and interpreting customer requirements and ensuring such requirements are met and implemented as per agreed delivery milestones

Accountability: Act as the Single Point of Contact for SM Processes within assigned account(s). 

Activities:

•Interface between the Service Management processes and the non-SM processes to improve delivery of services to the account.

•Provides oversight direction to dedicated service management staff on the account

•Ad hoc reporting as approved by Service Management Leadership

•Act as focal point for Service Improvement & Audit activities to the assigned account

•Participates in account leadership operational meetings

•Coaches other DXC leaders (supporting the account) as to the nature and execution of Service Management functions

•Supports Sales bid process by representing the SM process viability within assigned accounts

•Support RED account remediation projects and initiatives

Accountability:  Consistency in process use and effectiveness of process operations execution, within assigned accounts.

Activities:

•Identify opportunities and take action to increase consistency in process use & operations execution. 

•For SM Processes, the ASM would be actively involved in the resolution of the improvement opportunity, coordinate the efforts and verify the results

•For non-SM Processes, the ASM would assign the improvement opportunity to the appropriate group, monitor the resolution activities through completion, keep current on status and be prepared to escalate if not meeting objectives.  

•Identify opportunities and take action to continuously improvement  SM functional delivery

•Identify and maintain repository of account specific SM processes and procedures documentation

•Assure delivery of ITIL functions in line with Account Service Level agreements

•Assure delivery of ITIL functions in line with agreed Metrics and KPI’s

•Participates in internal Leadership SLA Reviews and GTG plans

•Participates in internal DXC Incident review

•Oversees delivery and review of daily incident report/IMPACT

•Supports ad hoc incident reviews - as required

•Oversees delivery and review of CAB report

•Supports ad hoc change reviews - as required

•Supports ad hoc Root Cause Analysis (RCA) reviews - as required

•Oversees delivery and review of RCA reporting

•Participates in Account incident audits and reviews

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